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Sr. Process Specialist, Integrated Mission Control (IMC)

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Capital One

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Location:
Philippines , Muntinlupa City

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

To assist the Principal Process Specialist in managing the administration of Workforce Management functions, such as Capacity and Footprint Execution, Schedule and Absence Management, Access Delivery and Governance, Intraday Management, and other supported tasks and process. To offer Workforce management-related consultation, leading and/or supporting the delivery of enhancements and projects. To partner with Operations and Functional teams through accurate and efficient execution and supporting overall strategy and performance.

Job Responsibility:

  • Supervises a team or manages assigned sub-function
  • Capacity and Footprint Execution
  • Schedule and Absence Management
  • Access Delivery and Governance
  • Intraday Management
  • People Development
  • Management Information
  • Risk Management
  • Ambassador of Culture and Values
  • Process Improvement
  • Organizational Collaboration
  • Operational Routines
  • May be assigned / rotated to other related sub-functions
  • Other job-related duties that may be assigned from time to time

Requirements:

  • Total of 18 months of experience in a call center operations environment
  • Knowledge of call center business processes
  • Strong analytical skills and has the ability to analyze data impact for large Queues and call center operations performance management data
  • Results orientation with an emphasis for action, versatility, and adaptability
  • Critical thinking and problem solving skills
  • Strong communication skills
  • Management mindset with sound judgment
  • Ability to self-drive and work effectively with others
  • People management skills, including team formation, collaboration, and influencing (as applicable)

Nice to have:

  • Solid functional understanding of call center business processes, with in-depth knowledge of planning, scheduling, and analytical tools and applications
  • 1.5 years’ experience in a call center workforce management environment
  • Experience in data visualization tools such as but not limited to Tableau, Google Sheets/Slides, etc.
What we offer:
  • Healthy Body, Healthy Mind
  • Save Money, Make Money
  • Time, Family and Advice

Additional Information:

Job Posted:
January 19, 2026

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